Digital Support - Tier 1

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

JOB SUMMARY:

The Digital Support Representative serves as the initial point of contact post-deployment and provides global support for end-user requests and issues related to the Digital products.

Technical capabilities include basic troubleshooting expertise to clearly identify and resolve a high percentage of problems during the initial call, and escalate more complex problems to a second-level support organization.

This position monitors open cases to ensure issues are resolved in accordance with established Service Level Agreements. Ensures all customer interactions are fully documented in the company ticketing system.

Desired Role Exposure:

• Background on coordination work; customer service, project related; travel or HRM related.
• Intermediate knowledge of IT, access management
• Good English communication skills – speaking and writing
• Flexible team player
• New Grads are welcome with extensive extracurricular activities

MINIMUM REQUIREMENTS:

• Excellent verbal and written communication skills required to respond to customer requests via telephone calls and email
• Ability to explain technical issues to non-technical customers/individuals
• Ability to manage and diffuse difficult or emotional customer situations, and knows when to escalate within established policies and procedures
• Experience with help desk software (specifically Salesforce Service Cloud is preferred)
• Experience with incident ticketing system (specifically Service Now is preferred) Demonstrated flexibility and responsiveness to work in a global, multicultural, fast-paced, ever-changing environment
• Display mutual trust and confidence while contributing to an ethical and respectful culture
• Ability to work efficiently and independently in a high-pressure environment Commitment to excellence, team, and team building

Required Competencies:

• Intensely service-driven individual with significant proven work experience in a customer service environment
• Experience in providing positive customer experiences, as well as effective verbal and written communication skills to explain issues and resolutions to customers with different levels of product knowledge
• Experience in dealing with multiple contacts from the different geographical areas
• Previous work experience in supporting an online, SaaS, or software product

PREFERRED REQUIREMENTS:

• Good English written and communication
• Good comprehension and analysis - if measured should be in the upper 1/2 percentile
• Desire and commitment to do work onsite
• Able to do 24/7 shifts including Holidays– shifts rarely change- catered to the person’s peak performance.
• Background on coordination work; customer service, project related; travel or HRM related.
• Intermediate knowledge of IT, access management
• Good English communication skills – speaking and writing
• Flexible team player
• New Grads are welcome with extensive extracurricular activities